Support
We're here whenever you need us
Customer Portal
Raise and track support tickets, view your services, and manage your account — all in one place. Portal tickets are triaged around the clock.
Send us a message
Email us directly and our team will respond as quickly as possible. For the fastest resolution, include your account reference and a clear description of the issue.
Speak to an engineer
For urgent or service-affecting issues, call us directly. Our NOC is staffed 24/7 and can handle critical incidents at any time of day or night.
What we support
Our team covers the full range of Inferno services — from network infrastructure and colocation to telephony, IP resources, and managed IT.
Server & Colocation
Hardware troubleshooting, remote hands, power cycling, and physical access requests for colocated equipment in our datacentres.
Network & Connectivity
IP transit issues, BGP routing faults, DDoS mitigation, and diagnostics across our network infrastructure and your connected services.
Telephony & Business Phones
Support for hosted PBX, SIP trunks, VoIP handsets, call routing, and number porting queries.
LIR & IP Services
Assistance with RIPE NCC resource management, ASN configuration, IP allocation requests, and registration updates.
Service & Billing
Account queries, invoice questions, contract amendments, and service change requests handled by our customer success team.
Managed IT
End-to-end support for managed infrastructure, including monitoring alerts, patch management, and escalation handling.
Common support questions
Find answers to the most frequently asked questions about our support processes and service options.
01 What is the fastest way to raise a support request?
The fastest way is through our Customer Portal, where you can open a ticket, track its progress, and communicate directly with an engineer. Portal tickets are triaged immediately and prioritised by severity.
02 What are your support hours?
Our Network Operations Centre (NOC) is staffed 24 hours a day, 7 days a week, 365 days a year for network and infrastructure incidents. Our customer support team is available during standard UK business hours for non-critical queries.
03 How do I report an incident?
Raise a ticket via the Customer Portal and our team will triage it promptly. You can also call our support line directly on +44 3337 999 999 to speak to an engineer.
04 Can I request remote hands at your datacentre?
Yes. Remote hands requests can be submitted through the Customer Portal. We offer remote hands at our London and Manchester facilities, with response times depending on your service agreement.
05 Where can I view my invoices and account information?
Your invoices, service information, and account details are all available within the Customer Portal. If you have not yet received your portal credentials, please contact us and we will get you set up.
Our NOC is available 24/7
Need help? Call us directly or raise a ticket through the Customer Portal and an engineer will be with you straight away.